Crystal Cruises says it has paid nearly 63% of refunds

Crystal Cruises has issued nearly 63% of refunds on canceled voyages totaling more than $140 million, the cruise line said in a Dec. 9 update to travel advisors, and will be processing refunds on departures from U.S. ports using funds held in trust for that purpose.

Crystal has been slow to pay refunds on cancellations since the pandemic began. The issue has left advisors frustrated and concerned for the future of the company, whose parent, Genting Hong Kong, has had financial woes of its own.

“While we have made significant progress over the past few months in processing refunds, we know that quite a few guests have not received their refund by our original good faith estimate in March of up to 90 days,” Crystal wrote to travel advisors.

According to Crystal, its goal has been to process refunds by date of cancellation, but two recent occurrences will speed payment for some: Crystal came to an agreement with one credit card company to process its refunds, and it will use trust funds to pay refunds on departures from U.S. ports. Those refunds, the cruise line said, should be paid “within the next six weeks.”

Meanwhile, Crystal continues discussions with other credit card companies to put in place similar agreements.

The cruise line said it could not give a specific date as to when other refunds will be processed.

“We know that the refund process is causing frustration and angst with those affected, and we recognize and apologize that we have fallen short of our service standard,” Crystal said. “We will update our guests and travel partners as soon as additional information becomes available.”